Hybrid Customer Advocate I — Empathy-Driven Support

Subaru of America; Dallas (TX); Hybrid; USD 45,000 - 51,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

Pension and 401K match

Vacation & holidays

Tuition reimbursement

Job summary

Subaru of America in Dallas, TX is seeking a Customer Advocate to connect with customers, retailers, and regional personnel, handling inbound calls and guiding issues to resolution. You will help maintain brand loyalty through empathetic service and proactive problem solving.

The role is hybrid with 2 remote days per week after 180 days, a 37.5 hour week, and paid training. Candidates should be skilled communicators, customer-focused, and able to navigate warranty and policy topics.

Qualifications

• Bachelor's degree required or high school diploma plus six years of relevant customer service experience.
• Empathetic, a true problem solver, and an excellent communicator.
• Bilingual English/Spanish is an asset.

Responsibilities

• Respond to customer contacts (calls, emails, letters, survey comments) regarding Subaru products, warranties, SAS, and retailer issues in a non-scripted environment.
• Authorized to decide and implement best course of action to resolve the customer's concern.
• Manage customer caseload to ensure follow-up and case closure per department standards.
• Make goodwill decisions and Policy Adjustment Requests to enhance customer loyalty without manager approval.
• Work with Subaru retailers, distributors, and regional personnel as needed when researching and resolving cases.
• Attend and complete department training and skill development to stay current on vehicles, parts, systems, warranty, policy, and procedures.
• Provide suggestions for policy and procedure improvements.

Skills

Excellent customer service

Phone and negotiation

Attention to detail

Clear written and verbal communication

Conflict resolution and critical think

Bilingual English/Spanish

Education

Bachelor's degree

High school diploma + 6 years experience

Job description

Subaru of America in Dallas, TX is seeking a Customer Advocate to connect with customers, retailers, and regional personnel, handling inbound calls and guiding issues to resolution. You will help maintain brand loyalty through empathetic service and proactive problem solving.

The role is hybrid with 2 remote days per week after 180 days, a 37.5 hour week, and paid training. Candidates should be skilled communicators, customer-focused, and able to navigate warranty and policy topics.